Written information

When a service includes providing written information, a service provider must not unlawfully discriminate against, harass or victimise you because of a protected characteristic in:

what the information itself says

the way it is provided.

When written information is part of a service, a service provider must think about providing it in alternative formats, such as in Braille, on CD, or electronically, for disabled people who need the information in this form. Although it depends on the service provider’s circumstances this is likely to be a reasonable adjustment, which the service provider must make.

In making reasonable adjustments, a service provider is not allowed to wait until a disabled person wants to use their services. They must think in advance about what people with a range of impairments might reasonably need. If they have not done this and a disabled person wants to use a service, then the service provider must make the reasonable adjustments as quickly as possible.

For example:

A café whose menu does not often change provides menus in Braille and large print so that customers with different visual impairments can independently use the menu.

A restaurant changes its menus daily. Because of this, it considers that it is not practicable to provide menus in alternative formats, such as Braille. However, its staff spend a little time reading aloud the menu for blind customers, and the restaurant ensures that there is a large-print copy available.

A community organisation providing health advice produces its leaflets in a range of alternative formats.